Themes	Data Coding	Interviewee Coding	Representative Quotes
Business Model Change Internal Pressures	Business Level Decreased/ Halted	PN3	“The main business is on hold at the moment, so we do have time to talk and think through strategies at this time”
Business Model Change Internal Pressures	Business Level Decreased/ Halted	NI4	“Literally within 3 to 4 days everything was gone. All of our work for all of our hospitality clients, all of our events. And then all of our face to face with the public”
Business Model Change Internal Pressures	Loss of Jobs	CL3	“Keeping core employees working [is a challenge]”
Business Model Change Internal Pressures	Loss of Jobs	MT1	“My priority is to retain my staff who all work for low wages, support families and are typical single parents”
Business Model Change External Pressures	Lack of Government Support	CL11	“Never designed to serve all the business all at once”
Business Model Change External Pressures	Lack of Government Support	PN4	“However collectively, our systems have been exposed in uncomfortable ways and I am alarmed by the Government’s response to certain populations. There are massive inequalities”
Information Challenges Information Flow	Information Overload	CL2	"Changing every day, even hourly early in the crisis"
Information Challenges Information Flow	Information Overload	CL11	" Inundated with too much information. Need to spend time vetting the source"
Information Challenges Information Flow	Confusing Information	NI1	"So, there’s a real, a lot of ambiguity, a lack of clarity – it’s ridiculous"
Information Challenges Information Flow	Confusing Information	MT1	"Offering the loan (PPP) is good but their interpretation of the loan is confusing and how the loan will be awarded is also confusing"
Weak Strategy Financial Priority	Cash Flow	NI1	"So that’s the big financial concern for me at the moment is that support that other self-employed people maybe are getting, so I’ve been having to shout a little bit about that, an unexpected leadership role"
Weak Strategy Financial Priority	Cash Flow	CL5	"Being able to pay bills with decrease income [is a challenge]"
Weak Strategy Planning	No Crisis Recovery Planning	NI4	"There was no plan as to how we could do anything else"
Weak Strategy Planning	No Crisis Recovery Planning	MT2	"I have no backup plans for this situation and can only follow the state orders to self-isolate"
Previous Crisis Experience	Personal Experience	NI2	“I lost my hearing over 10 years and I had operation, so I know that this will end and a new chapter will begin at some point”
Previous Crisis Experience	Business Experience	MT2	“I am resilient and am confident I will get through this, having survived the financial crash in 2008”
Mindset	Hopeful	CL6	"Do you know how many blessings we still have…. [so I am] hopeful. More hopeful than ever because people true colors have come out"
Mindset	Hopeful	PN9	"Therefore, I am incredibly hopeful about the future, especially some new business ventures I am gearing up to launch between April and June 2020"
Mindset	Positivity	PN4	“We are productive so we are positive about what the future holds”
Mindset	Positivity	CL1	“I anticipate coming back from the COVID-19 in a stronger position than before”
Mindset Adaptability	Seeing and Seizing Opportunity	CL4	"Huge opportunity. Normally conversion rate 30%, now 112%. The people that come to store actually buy, not just look. Lean business so good. Discovered that what we were doing is entertainment, not selling. Could start charging people to come in the store…for entertainment."
		NI10	"So, I’d like to get a couple of hundred thousand from all four jurisdictions which would allow me to buy another business that I’m after. So, I’m going to go looking for businesses to buy now because they’re frightened"
		CL2	"Trying to diversify income stream [online]"
		NI8	"The third thing is all about future, it’s all about what we look like, how we do it, what we can be and what opportunities are out there"
Personal Faith		CL1	“I also first pray to God for guidance... I pray every morning for strength and joy regardless of what is going on”
Personal Faith		NI5	"My faith and power of prayer"
Learning	Personal Learning	NI6	"So yes, this is…there is going to be time for businesses and individuals to reinvent themselves and to retrain themselves so I definitely want to do that and depending how it goes I may actually start my Italian GCSE."
Learning	Personal Learning	NI10	"I’m in the middle of training. I’m always training. Always training, always learning, always building networks of people that can help me round and inform me to make better judgement calls."
Learning	Business Learning	NI3	“I never would have thought of putting anything on myself and like why not, why not do that? Playing about with different little apps, one called Lapsit which takes time really quick time lapse video of you doing something”
Learning	Business Learning	NI7	"So [they] are doing a bit of research and educating themselves about the tendering process because we found while we do have bigger projects a lot of our work is smaller clients. So these tender projects, one project would make up the income of five to ten smaller projects so it’s easier if you can get the tender in"
Learning	Not Engaging in Learning	PN7	"This is not the time for this [learning]. I am trying to survive."
Learning	Not Engaging in Learning	MT3	"It is not important right now for me to take on new learning. I am too busy navigating the new reality as I get ready for the next normal"
Relationships	Family	PN3	"My sons all went to college so I use them to gather information for me and they help me to make decisions"
Relationships	Family	NI13	"I have quite a few friends that are doctors so they are sort of just waiting and I am quite anxious from that, Whenever I see them starting to get through that and come out the other side, that will also be a guiding principle"
Relationships	Professional Networks	CL7	“We also have a strong network of leaders and advisors that we turn to for information”
Relationships	Professional Networks	PN2	“We are relying on industry association people and our CPA (accountant) to help us make good decisions”
Relationships Business to Business Support	Coaching/ Mentoring	CL9	"Always a big believer in business and personal coaching"
Relationships Business to Business Support	Coaching/ Mentoring	MT6	"Our Board of Directors have really stepped up to share their wisdom and what they have lived through, which is an invaluable form of mentoring"

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